Virgin TV Remote notification for Soundbar/TV (Software Bug)

[LewisEdgar]

I recently connected a Sony Soundbar to my LG TV and keep getting these notifications in the top right corner of my screen from my 360 box:

‘You can now use your Virgin TV remote to control this Virgin TV box, and change the volume and power off your LG TV.’ or ’You can now use your Virgin TV remote to control this Virgin TV box, and change the volume and power off your Sony TV.’

The notifications appear every few minutes and are extremely annoying!

I can change the volume control on my remote to control the LG TV, which in turn controls the soundbar as it's connected via HDMI ARC or I can directly control the Sony soundbar. Depending on which device I set for volume control, a notification saying I can control the other one keeps appearing. For example, if I set volume control to LG TV I get notifications that I can control the Sony.

There is no way to disconnect from either device in settings to prevent getting the notifications. I have tried multiple reboots and no joy!

There are other threads with similar issues, yet this software big has still not been fixed:

https://community.virginmedia.com/t5/Virgin-TV-360/Soundbar-notifications-issue/m-p/4765137#M16027 

 https://community.virginmedia.com/t5/Virgin-TV-360/TV-360-found-new-device-to-pair-with-your-remote-...

It's very disappointing I'm not able to use my soundbar with Virgin for this reason - if it's not fixed quickly I'll be moving to Sky!!

[LewisEdgar]

‘You can now use your Virgin TV remote to control this Virgin TV box, and change the volume and power off your LG TV.’ or ’You can now use your Virgin TV remote to control this Virgin TV box, and change the volume and power off your Sony TV.’

The notifications appear every few minutes and are extremely annoying!

I can change the volume control on my remote to control the LG TV, which in turn controls the soundbar as it's connected via HDMI ARC or I can directly control the Sony soundbar. Depending on which device I set for volume control, a notification saying I can control the other one keeps appearing. For example, if I set volume control to LG TV I get notifications that I can control the Sony.

There is no way to disconnect from either device in settings to prevent getting the notifications. I have tried multiple reboots and no joy!

There are other threads with similar issues, yet this software big has still not been fixed:

https://community.virginmedia.com/t5/Virgin-TV-360/Soundbar-notifications-issue/m-p/4765137#M16027 

 https://community.virginmedia.com/t5/Virgin-TV-360/TV-360-found-new-device-to-pair-with-your-remote-...

It's very disappointing I'm not able to use my soundbar with Virgin for this reason - if it's not fixed quickly I'll be moving to Sky!!

[LewisEdgar]

Hi Chris. Yes the tried pairing a new remote and the message is still appearing.

[joreol]

I have done factory reset of the remote and the problem persists. 

[Fatal14]

I am experiencing exactly the same problem that has been reported here and on other posts. Checking for a faulty remote smacks of desperation ( or not having a solution). If separate visits by different engineers doesn't fix things then surely you can see that this isn't a hardware problem. You don't have to be a rocket scientist to spot that this issue has only appeared since the 4.35 software update. That is where you need to look or plenty of customers will be looking at moving elsewhere, me included.

[Sderosa]

Same for me too. Have a Sony TV and JBL soundbar…it started happening a couple of weeks ago. Gone through setting to use the virgin remote to control volume through soundbar. Then randomly I get the message that I can connect my Nakamichi device to the remote (never heard of this brand let alone have one connected) and when the message appears it has ‘unsynched’ my soundbar from the virgin remote!!! The soundbar still works but I have to use the Sony TV remote or JBL remote to adjust volume. 

I go through the setting again to sync the soundbar back to the virgin remote….this fixes the problem but within a day or two the message to sync the Nakamichi device and the whole process starts again!!!!

[LewisEdgar]

Any update from Virgin on this issue? It's clearly a problem that impacts several Virgin customers!

[Serena_C]

Hi @LewisEdgar

Welcome to our Community Help Forum 🙂

Thank you for making this post regarding the issues you are having with adjusting the volume on your Sound Bar via the Virgin TV remote.

Can you please  unpair and pair the devices again to see if you are getting the same issue?

Let me know how you get on.

Kind regards,

Serena

[LewisEdgar]

Hi Serena,

As mentioned earlier in the thread, we have already tried that. We've also had two engineers over who have already tried most things and nothing has worked.

Lewis

[joreol]

This is a software problem that virgin needs to address.

[joreol]

Do you have your soundbar connected by HDMI Arc? 

[LewisEdgar]

Yes it’s connected by ARC. I tried using Optical but the issue still persisted